About this course 

Focused on the people who are closer to the contact center agents — team leaders - this training course provides the necessary tools, insights and mechanisms to excel in daily activities of monitoring, supporting, and guiding contact center agents.

Monitoring campaigns and agents in real time, setting up alarms, tracking adherence to schedule, and promptly communicating with agents are within the reach of the team leaders with this course and Altitude uCI.

key focus

• Understand how Altitude uCI helps the contact center operations.
• Understand and associate user profiles to respective tasks at the contact center.
• Use uAgent Windows to handle interactions.
• Monitor the working state of agents.
• Use floor plans and alarms to view and solve problems.
• Learn how to communicate with agents to convey important messages.

Requirements

• Windows Desktop environment and applications at a user level.

Course contents

For a full in-depth course outline please request our through Esta dirección electrónica esta protegida contra spambots. Es necesario activar Javascript para visualizarla

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Course reference:
AS-C710

Course duration:
1 day